![]() Six Sigma is about improving quality by decreasing variability. We have already defined what the “Lean” and “Six Sigma” philosophies are, but how do these two come together and how do we relate this to the customer journey map? Lean is about faster, more efficient processes in every way. Why is Lean Six Sigma related to experience maps? From a strategic point of view, it is a discipline that adapts both manufacturing and service processes to a low tolerance regarding waste and irregularities primarily seeks customer satisfaction through the application of the systematic model. ![]() The philosophy was popularized by companies like Motorola and General Electric.įrom a statistical point of view, Six Sigma refers to 6 standard deviations from the mean, that is, 3.4 defects per million. ![]() Six Sigma is a work philosophy accredited mainly to Mikel Harry, statistician and quality expert, who developed it as a tool for controlling and reducing variations in processes. If you want to know more about this philosophy and its principles, you can read more at the Lean Institute. This method seeks to satisfy the client's needs efficiently, consuming the least number of resources possible, including time, energy and effort, through the elimination of variations in the process and activities that have no added value.Īs an improvement method it provides tools to: Lean is a management philosophy based on Toyota's work methodology (Toyota Production System) and its desire to avoid any type of waste in its production. To know how to build a customer journey map and obtain a template you can read Customer Journey map: what is it and how to create one? By applying the experience map, your company will be able to analyze its current process and determine if it is on the right track or if it is necessary to rethink the route to improve the customer experience. Also called a "customer map" or "experience map", this tool is key to understanding what the consumer's needs, intentions and desires are, what they feel, what they expect, what they receive at each point of contact with your company and through from which channels. The customer journey map is a tool that allows you to visualize and interpret the process that the customer goes through when buying your product or service, and to understand the experience they live at each stage. Why is Lean Six Sigma related to experience maps?.But how do we visualize the journey and how do we optimize the process? Continue reading. For this, the ideal tool is the Customer Journey, which allows us to understand the customer's journey, from the moment he identifies that he has a need until he makes the purchase that solves his problem. Do you want to give the customer the best experience in the purchase process, but do not know how? The first step is to understand what you are currently doing and then analyze the possible improvements and establish actions. ![]()
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